CapFeather is sharply focussed on providing strategic advice and implementation support to CEOs, boards and executives.
Our specialisation covers market strategy and customer experience innovation, with a particular focus on new revenue development, as we find this is the best way to increase profitability. Our unique combination of strategy chops, behavioural psychology expertise and customer experience nouse enable us to solve the most challenging problems surrounding growth.
We focus on impact, with smaller, more experienced teams focused on achieving impact with minimal disruption to our client’s day-to-day activities. Strong relationships are more important. Unlike other consulting firms we are not interested in deploying large teams over a long term - we are focussed on generating value for our clients as quickly as possible.
Our exposure across a wide range of sectors and organisational types frees us from ‘conventional wisdom’ and allows us to consider our clients’ challenges with a truly fresh set of eyes and unique perspectives. Read more about our examples and case studies, below.
The organisations we work with vary enormously, and include both public and private organisations, local, national and multinational.
But what’s common to all is their desire to grow – either securing existing revenues from leaking away, or growing into new value streams – through pragmatic, purposeful actions that deliver real top-line improvement.
The following examples provide insight into the kind of work we perform, including bespoke projects and work extending over multiple years.
Leading Australian logistics company: delivered a novel suite of step-out products, informed by customer research, designed collaboratively and de-risked through market testing, which allowed our client to participate in new markets and rich value streams emerging post-COVID
Global sports retailer: shaped its growth agenda in the face of rapid market evolution
State-based electricity supplier: Assessed and developed strategies to capture new growth
Largest ECEC organisation: developed new VAS opportunity for Australian and SE Asian markets
Multi-generation family-owned manufacturer: Increased top-line revenue by 243% through substantially improving their sales and go-to-market capabilities.
Melbourne Local Government Authority: developed citizen experience program structure and prioritised roadmap.
Global publishing giant: Identified and developed new product opportunity to scale into currently unserved market.
Leading univesity: Evaluated student engagement model to uplift student satisfaction and retention
Retail superannuation firm: Reduced churn by 40% in six months through redefining retention strategies.
SpeCIFIC Case Studies
CUSTOMER GROWTH STRATEGY - NATIONAL SKIN CANCER CENTRES
National Skin Cancer Centres are a chain of specialist medical practices with the funding to grow globally. They needed a reliable way to obtain patients in each new clinic. Our team were engaged to research what motivated people to get their skin checked, and to design experience based innovations to deliver increased conversion, retention and referral. One innovation converted 40% of leads to new patients and the new customer retention and referral strategies were implemented across the Centres. They doubled the number of medical practices within 2 years.
Read the paper: Saving Lives with Customer-Lead Innovation
INNOVATION BASED MARKETING STRATEGY - EUROPEAN AIRLINE
The airline’s Asian e-commerce team needed to develop a marketing strategy that would keep them relevant and competitive in the international airline industry. Working together in Bangkok, the team generated more than twenty innovations, all of which were higher quality than the creative agency proposals previously considered, and could be operationalised at a fraction of the cost.
CUSTOMER EXPERIENCE INNOVATION - GLOBAL PHARMACEUTICAL COMPANY
The company was focused on deepening and improving patient outcomes in two critical treatment areas – Schizophrenia and Multiple Myeloma. Members of our team traveled to Seoul, Korea to help them research and devise targeted experience innovations to support those treatment areas. The resulting differentiation contributed to significant performance improvement.
CUSTOMER CENTRIC COMPETITIVE ADVANTAGE - AUSTRALIAN AUTO RETAIL BRAND
In response to a significant increase in competition, the company sought greater levels of customer centricity and competitive advantage. Members of our team help them achieve an ongoing focus on customer centricity and exceptional experience delivery. They now outperform their rivals. One innovation outcome was a full service ‘pit stop’ car servicing service. This became a reality through a partnership with a global engineering supplier.
COMPETITIVE DIFFERENTIATION AND FINANCIAL RETURN - AUSTRALIAN FINANCIAL SERVICES COMPANY
Ranked as one of Australia’s top 10 banks, the organisation needed to differentiate in a competitive market. They wanted to more clearly understand their target customer segments and design actionable and impactful experiences and retention strategies. Members of our team delivered insights that lead to important uplift in conversion, engagement and customer satisfaction. They achieved more frictionless banking and a decreasing approval time for home loans from 13 to 4 days.
OPERATING MODEL - ADVISIAN (WORLEY PARSONS GROUP)
Worley Parsons was creating a leading global advisory business, Advisian - bringing together 20,000 people and its flagship engineering advisory capabilities into a global consulting leader. Our role was to design the operating model that would ensure its success.